Tong Hai Medical Pte. Ltd.

Tong Hai Medical may offer store credit as an alternative arrangement for certain approved cancellations, exchanges, returns, overpayments or other customer-service matters.

This policy explains how store credits are issued, maintained, redeemed and, where applicable, refunded.

1. What is store credit?

Store credit is a monetary credit balance recorded against an eligible customer account with Tong Hai Medical Pte. Ltd.

It may be used towards future purchases of merchandise or services supplied by Tong Hai Medical, subject to the applicable credit conditions.

Store credit is not transferable and is valid only for transactions with Tong Hai Medical Pte. Ltd., not Tong Hai Department Store or any other business.

2. When may store credit be issued?

Store credit may be offered or issued in connection with:

• Approved discretionary cancellations, returns or exchanges.

• Excess payments or overpayments.

• Products that are unavailable or cannot be fulfilled as agreed.

• Goodwill gestures or other arrangements approved by Tong Hai Medical.

Where both a monetary refund and store credit are available, customers will be informed of the applicable options before the credit is issued.

The terms applicable to a credit may differ according to the reason it was issued.

Store credit will not be imposed in place of a monetary refund where the customer is legally entitled to receive that refund.

3. Is a handling fee charged when store credit is issued?

Where an eligible customer-initiated cancellation or discretionary exchange is approved, Tong Hai Medical may offer store credit for the full approved merchandise value without an immediate Transaction Handling and/or Restocking Fee.

This arrangement applies where the customer chooses store credit instead of an otherwise applicable monetary refund.

If the customer subsequently requests a monetary refund of that discretionary credit, the request will be subject to management approval and any applicable conditions agreed when the credit was issued.

Where applicable, the 15% Transaction Handling and/or Restocking Fee is calculated on the original discretionary credit amount, taking into account any fee previously charged for the same transaction.

The fee is inclusive of GST, with no additional GST charged on top.

Separate arrangements apply to credits arising from overpayments, unfulfilled orders or other circumstances where a monetary refund is due.

4. Do store credits have an expiry date?

New store credits issued under discretionary cancellation, exchange or goodwill arrangements may have a validity period of 12 months from their date of issuance, provided that the expiry date and applicable conditions are communicated and agreed upon before the credit is issued.

The expiry date will be stated in the relevant store credit confirmation.

Unused discretionary credit balances may cease to be redeemable after their stated expiry date, subject to applicable law and any separate written agreement.

Credits arising from overpayments or refunds legally owed to customers will not automatically be forfeited under the discretionary credit expiry provisions.

Tong Hai Medical does not guarantee that individual expiry reminders will be sent. Customers are encouraged to keep their credit confirmations and monitor the stated validity period.

Store Credits Issued Before This Policy

Store credits issued before the introduction of this policy will remain subject to the terms communicated when they were originally issued.

New expiry conditions will not automatically apply to existing credit balances.

Where appropriate, Tong Hai Medical may offer customers the option of transferring an existing discretionary credit to an updated arrangement, subject to their agreement.

Where a customer agrees to a new 12-month validity period for an existing discretionary credit, the new period will commence from the date of that agreement, unless a different arrangement is expressly agreed and permitted by law.

Credits arising from overpayments or other legally refundable amounts will continue to be handled according to the applicable refund entitlements.

5. How can store credit be redeemed?

Valid store credit may be used towards eligible purchases from Tong Hai Medical Pte. Ltd., including promotional merchandise, delivery charges and other applicable service fees.

There is no minimum purchase amount required to redeem store credit.

Customers may use the full available balance or redeem only part of it.

Where the purchase amount exceeds the available balance, the difference may be paid using an accepted payment method.

Any unused balance will remain available under the original applicable conditions and validity period.

Redemption of part of a credit does not automatically extend its expiry date.

6. How are store credit balances recorded and verified?

Store credits are recorded and maintained in Tong Hai Medical's Lightspeed point-of-sale system.

Credits are associated with the relevant customer record, generally identified through the registered telephone number.

Customers may receive confirmation of the credit amount and applicable conditions through WhatsApp or another designated communication channel.

Customers requesting to redeem or enquire about store credit may be asked to verify their identity or account details.

Where there is a discrepancy between a customer's records and our system, Tong Hai Medical will investigate the relevant transaction and credit history before confirming the available balance.

7. Can store credits be transferred or exchanged for cash?

Store credits are non-transferable and may only be redeemed through the customer account to which they were issued.

Requests to convert discretionary store credit into a monetary refund are subject to management approval and the terms agreed when the credit was issued.

Where an applicable 15% Transaction Handling and/or Restocking Fee has not previously been charged, the fee is calculated on the original discretionary credit amount, rather than on each subsequent remaining balance.

Any previously collected fee for the same underlying transaction will be taken into account to prevent duplicate charges.

The applicable fee will be inclusive of GST, with no additional GST charged on top.

Conversion of Partially Redeemed Store Credits

Where a customer has already redeemed part of a discretionary store credit, any request to convert the remaining balance into a monetary refund will be subject to management approval and the original credit conditions.

The applicable 15% Transaction Handling and/or Restocking Fee, where not previously charged, will be calculated on the original discretionary credit amount.

Where the remaining credit is insufficient to cover the applicable fee, Tong Hai Medical may decline the discretionary monetary conversion.

In such circumstances, the remaining store credit will continue to be available for redemption under its existing conditions and validity period. No negative credit balance will be created.

The refundable amount and any applicable deductions will be communicated to the customer before a monetary refund is processed.

Credits resulting from overpayments or other amounts that must be refunded under applicable law will be handled separately and will not be subject to a discretionary cancellation fee solely because they were recorded as store credit.

These conditions do not limit refunds or remedies required under applicable Singapore law.

8. How are approved monetary refunds processed?

Approved monetary refunds are generally returned through the original payment method where reasonably practicable.

Where the original payment channel cannot support a refund, an alternative method may be arranged with the customer's agreement.

Customers will be required to verify their identity and relevant refund details before payment is released.

Tong Hai Medical aims to process approved refunds within 5 working days after approval.

For refund processing, working days refer to Monday to Friday, excluding Singapore public holidays.

The time required for funds to reach the recipient may depend on the financial institution or payment service provider.

Any applicable statutory refund timeframe will prevail.

9. What if store credit arose from an overpayment?

Where a customer has paid more than the amount due, the excess amount may be retained as store credit at the customer's request or refunded through an appropriate payment method.

No Transaction Handling and/or Restocking Fee applies to a refund of a genuine overpayment.

Such amounts are not subject to the ordinary expiry restrictions applicable to discretionary store credits.

10. What happens if an order paid using store credit is cancelled?

Where a purchase made using store credit is subsequently cancelled and a credit adjustment is approved, the amount originally paid using store credit will ordinarily be returned to the relevant store credit balance.

The reinstated amount will remain subject to the original credit's applicable conditions and validity period, unless otherwise agreed or required by law.

Any additional amount paid using another payment method will be addressed separately according to the relevant cancellation and refund arrangements.

An applicable cancellation or handling fee will not be charged more than once for the same underlying cancellation or exchange.

11. Can store credits be used for organisation-funded or subsidised purchases?

Credits relating to purchases made or funded by healthcare institutions, charitable organisations, government assistance programmes or other sponsoring organisations may be subject to separate conditions.

Where an organisation has fully funded a purchase, any credit, refund or adjustment must be handled according to the purchasing organisation's instructions and applicable terms.

For partially subsidised or co-funded purchases, credit arrangements must comply with the relevant funding conditions, approved product requirements and applicable programme rules.

A credit or refund belonging to a purchasing or sponsoring organisation cannot automatically be transferred to an individual recipient.

Tong Hai Medical may require relevant authorisation before processing a credit or adjustment under such arrangements.

12. What happens if a store credit was recorded incorrectly?

Customers who believe their store credit balance is incorrect should contact Tong Hai Medical and provide the relevant transaction details.

We will review the original transaction, credit issuance and subsequent redemption records.

Where an error is established, the balance will be corrected as appropriate.

13. How can I enquire about my store credit?

Customers may contact Tong Hai Medical with their registered telephone number and relevant transaction details.

Tong Hai Medical Pte. Ltd.

Telephone: +65 6453 7075

WhatsApp: +65 9027 7888

Website: https://tonghaimedical.com

Important Information

Store credits are subject to the conditions communicated at issuance, applicable transaction terms and relevant Singapore law.

Nothing in this policy excludes or limits statutory rights or remedies that cannot lawfully be excluded or limited.

Last updated: 18 October 2026